Enter and view: the Park Medical Practice

Healthwatch Lancashire undertook an enter and view visit to The Park Medical Practice on 10 June 2024.  They spoke to 24 people.

Healthwatch Representatives viewed facilities that were available at the medical Practice. This included the waiting areas, reception office and clinical rooms. 

Overall, the feedback received from patients was positive with several patient responses describing satisfaction with the quality of care and the attitude of staff. Patients expressed how they were happy that they could still ring in the morning to book an appointment but at times this could be difficult with long wait times. 

Areas where patients expressed concern included how to use digital services such as the app to book appointments and what certain staff members do within the Practice. Other concerns were around access to test results and text reminders. 

Throughout the visit staff members were observed to be kind, courteous and considerate towards the needs of patients. Staff were observed on reception tending to queries and questions from patients and helping support them to check in for their appointment. Staff members were seen coming out from the office to help reception staff when a queue appeared to stop patients waiting a long time to be seen. 

Staff feedback was positive with staff members talking about the support they receive from the team. Comments were made about how the team will step in and support each other where needed and how management are always on hand to help and support. The Practice is also a training Practice and has students from the University of Lancashire and the University of Manchester. 

The Practice Manager explained that they are a dementia friendly and veteran friendly Practice. Signage was clear throughout the building although two patients became confused over where the clinician rooms were and needed some support.